To obtain an IT or customer service based position that will put to use the skills and talents I have acquired in both technical support and management roles. Furthermore, I hope to continue my technical education, either by academic means or through hands on experience, continuing to make myself an asset for my employers. * * Relevant Experience * Silverpop, an IBM Company Atlanta, GA Software Support Engineer 01/13 - 06/17 * Provided web and phone based support for a SaaS Email and Marketing Automation platform. * Responsible for identifying and troubleshooting first level HTML, XML, SMTP, deliverability, and database/querying issues. * Provided further support for the Silverpop SMS platform. * Participated in various Scrum cycles as a Client Support liaison. * Assisted in the continual expansion of both the Support and Client Knowledge Bases. * Maintained 99% compliance with published Service Level Agreements. * Participated in the training and continual coaching of 4 new specialists. * Updated and streamlined the existing new hire training course to expedite the process by 2 weeks while maintaining previous quality standards. Wandering WiFi Sandy Springs, GA Technical Support Representative 08/12 - 12/12 * Provided phone and email based WiFi support for 2,000+ sites nationwide including Travel Centers, Cafes, Hotels, and Hospitals. * Supported connectivity over a wide range of devices including laptops, tablets, smart phones, and gaming systems. * Supported a wide range of networking devices including switches, access points, PoE injectors, firewalls, remote rebooters, and network gateways. * Maintained above minimum case closure every shift. * Maintained above average case closure on 90% of shifts.

Highlights:

• Management
• Health Insurance
• Insurance
• Defect Tracking
• Integrate
• Support
• Team Lead
• Technical Support
• User Interface
• Cascading Style Sheets